As a Senior IT Service Analyst 1st Level, you will be the first point of contact for customers with technical issues or requests. This role requires strong communication and problem-solving skills to provide timely and effective support.
Tasks and Responsibilities
* Provide initial IT support to customers via phone, email, chat, or face-to-face interaction.
* Assist customers in resolving their issues and escalate complex problems to the relevant teams when necessary.
* Monitor and track the progress of customer issues, ensuring timely communication and follow-up on all incidents.
This position involves managing IT requests, providing general customer service, and collaborating with other colleagues to resolve issues efficiently. You will also be responsible for updating knowledge base articles, coordinating with external service providers, and assisting with device and software rollouts.
Your key strengths as an ideal candidate should include:
Required Skills and Qualifications
* Proven experience in providing 1st-level IT support.
* Strong knowledge of incident management, including issue resolution, escalation, and follow-up.
* Proficiency in mobile device management, including troubleshooting.
* Experience supporting virtual meetings.
* Familiarity with IT request management and customer service platforms.
* Knowledge of hardware/software rollout coordination.
As a Senior IT Service Analyst 1st Level, you will have the opportunity to develop your skills and contribute to the success of our team.